Recommended Order of Operations for Troubleshooting

  1. Clear the printer settings in the Visitor Aware Check In Kiosk app to remove any existing setup.
  1. Press and hold the Settings button (gear icon) in the lower-right corner.
  2. Select the Printer Settings button.
  3. Select the Clear Printer button.
  1. Follow the steps in each of the sections of this article to review and update the hardware settings on your printer:
  1. Reset Brother QL Series Badge Printers to Factory Settings
  2. Troubleshoot Wireless Connections (if using a wireless connection to the printer).
  3. Troubleshoot Bluetooth Connections (if using a Bluetooth connection to the printer).
  4. Check Printer Settings
  5. Uninstall a Printer Driver
  1. Refresh the Visitor Aware Check-in Kiosk app.
  1. Press and hold the Settings button (gear icon) in the lower-right corner.
  2. Select the button next to the app’s version number ( example: V1.0.6 (77)).
  3. Select the Refresh Device Settings button.
  4. Once settings are refreshed, click the OK button to confirm.
  1. Reconnect the Brother Badge Printer via Wireless, Bluetooth, Print Helper, or AirPrint, and send a test print.
  1. Press and hold the Settings button (gear icon) in the lower-right corner.
  2. Select the Printer Settings button.
  3. Proceed with the initial setup of the Brother Badge Printer.
  4. If the connection is successful, a Generate Test Print button will appear.
  1. If this button is visible, select the button to test print.
  2. If this button is not visible, the printer is not connecting. If you have followed all recommendations below, please contact our Support team for assistance.

Reset Brother QL Series Badge Printers to Factory Settings

Follow the steps below to restore the Brother QL-810W to factory settings. 


Note: If you use a different Brother QL series printer, follow the instructions here.

  1. Turn off the printer.
  2. Press and hold down the Power button and Cutter buttons.
  3. When the Status LED lights in green, release the Cutter button.
  4. Continue to hold down the Power button. The Status LED lights in orange, the Editor LED flashes in green at 0.5 second intervals, and the WI-FI LED flashes in blue at 0.5 second intervals.
  5. To reset all setting and device settings, press the Cutter button three times. The Editor LED lights in green.
  6. Release the Power button.
  7. The Status LED flashes four times and then lights in orange. The WI-FI LED flashes four times and then lights in blue. The Editor LED flashes four times, then lights in green.

Troubleshoot Wireless Connections

Ensure the iPad and Brother printer are on the same 2.4ghz WI-FI SSID.

Note: Mobile Device Managers (MDMs) can prevent the Visitor Aware Check In Kiosk App from asking (in the form of an alert popup window) for permissions for the local network and camera. In the Visitor Aware Check-in Kiosk app, ensure the toggle for both the Local Network and the Camera are in the on position.



Recommended: Assign a Static IP Address

To prevent the Brother badge printer from dropping the connection to the IP address, we recommend assigning a static IP address to the printer. A static IP address keeps the connection between the app and the printer reliable and uninterrupted.


Go here for directions on how to assign a static IP address to a Brother QL-810W or Brother QL-820WB printer. 


Troubleshoot Bluetooth Connections

View this section if you use a Bluetooth connection for any of the supported Brother models:

 Follow this section if you use any of the Brother NWB models we support: 

  • QL-1110NWB
  • QL-820NWB
  • QL-820NWBc


Ensure that you have connected the iPad and Brother printer using the iPad’s Bluetooth settings.




Check Printer Settings

  1. Enter the IP address for your Brother printer in the browser. 
  2. Log in using your credentials.
  3. Ensure that under Device Settings, the Command Mode dropdown menu is set to ESC/P (not P-touch Template).

  1. As a best practice, under Device Settings ensure that the Print Data after Printing dropdown menu is set to Erase All Print Data.  

Uninstall a Printer Driver 

It may become necessary or advisable to troubleshoot or uninstall the printer driver on your Brother printer. Follow the steps below for your operating system. 


For Windows, follow the steps here.  


For MacOS, follow these steps:

  1. From the Apple menu, Click System Preferences.
  2. Click Print & Scan or Printers & Scanners.
  3. Click Delete Printer. 
  4. Close the System Preferences.